The rising tide of abuse against customer service staff is reaching alarming levels.
- Over two-fifths of service employees are considering resignation due to increased customer aggression.
- Research indicates widespread abuse, with verbal hostility and physical violence cited.
- Economic struggles fuel customer frustrations, further aggravating tensions.
- The new law’s impact remains limited with many incidents still unreported.
In recent findings, over two-fifths of customer service staff have expressed their intention to leave their roles. This is primarily due to the increased levels of abuse they face from customers, which is often fuelled by the ongoing cost-of-living crisis.
The Institute of Customer Service conducted a survey with 1,488 customer-facing employees. The data reveals that a staggering 42% of them encountered some form of hostility during the last six months. Reports highlight verbal hostility, with 75% encountering shouting and 60% swearing. Alarmingly, more than a quarter of staff experienced physical violence.
The economic challenges faced by many seem to be amplifying customer frustrations. According to the survey, two-thirds of respondents believe that these financial pressures are a significant trigger for the aggressive behaviour they encounter at work.
Despite new laws designed to protect retail staff by classifying assaults as aggravated offences, the impact seems limited. Nearly half of the affected individuals did not report these incidents, often believing such measures would not change their situation or considering them too common to warrant reporting.
Institute of Customer Service CEO, Jo Causon, has remarked on the disturbing trend, likening it to the hostility faced by workers during the pandemic. Causon emphasised the necessity for organisations to take these threats seriously and to ensure incidents are reported. She noted the challenge this presents in attracting and retaining talent in the sector.
There is a call for employers to adopt a zero-tolerance approach towards such hostility. Adequate training and support for staff dealing with these situations are essential. Encouragingly, almost a third of the surveyed staff recognised the change in law, yet concerns about personal safety remain rife.
The rising instances of customer abuse underline an urgent need for effective protective measures for service staff.
